Overview
The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.
Learning Outcomes
After you complete this course, you will be able to:
- Identify ways to establish links between excellence in customer service and your business practices and policies.
- Develop the skills and practices that are essential elements of a customer service-focused manager.
- Recognize what employees are looking for to be truly engaged.
- Recognize who the customers are and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers whatever business units you manage.
Course Outline
- 2.1: Element One: A Customer Service Focus
- 2.2: Element Two: Defined in Your Organization
- 2.3: Element Three: Given Life by the Employees
- 2.4: Element Four: Problem Solving
- 2.5: Role Play
- 2.6: Element Five: Measure It
- 2.7: Element Six: Reinforce It
- 2.8: Measurement in Practice
- 3.1: About Leadership
- 3.2: Understanding Your Comfort Zone
- 3.3: Managing Performance
- 3.4: Servant Leadership
- 3.5: Onboarding and Orientation
- 4.1: Challenging, Inspiring, and Enabling
- 4.2: Modeling and Heart
- 4.3: Practices in Practice
